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Business Profile

Heating and Air Conditioning

High Efficiency HVAC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am currently sitting in a house with a 2 year old HVAC system installed by High Efficiency HVAC, and it is 79 degrees in my house. The amount of runaround I have received from this company is insane. My HVAC system worked fine for the past 2 years, and now it doesn't work anymore. Suddenly, the problem is my duct work, even though again it has worked fine for the past 2 years. I have had several people come out from the company (probably contracted) and diagnose different issues. Today I get a call from the owner saying they would not be able to make it back here to fix my HVAC system that they installed, which has a warranty.

    Business Response

    Date: 07/03/2024

    As the owner of High Efficiency HVAC
    We installed a new system 2 years ago when her old one quit working. 
    Now the complaint is the new one is not working properly. After going back to address the issue we informed her she needs to add another return air to her system because it was undersized. 
    Could have helped kill the old system. 

    We didnt originally look at her duct work or give her a price to redo anything because she was on a budget and needed it as cost efficient as possible. 

    The new one has worked for 2 years but is now struggling   
    The house is flea infested and reaks of cat/ dog pee. Which is why we havent gave her a price to redo any duct work. 

    we have been there multiple times and told her the system is fine its the duct work. Not what we installed. 

     The system is under a 10 year manufacturer warranty which any company can work on and honor. The system has been working for 2 years now that coil is as clogged and trashed as the one was. 

    Customer Answer

    Date: 07/05/2024

    Complaint: 21937192

    I am rejecting this response because:

    ***************************, the owner of High Efficiency HVAC has pathologically lied to me on several occasions, and tried to get me to pay for services I did not need for my **** system to work. The duct work was inspected by another company, and was not as big of an issue as High Efficiency HVAC made it out to be. The other company came out on Wednesday and fixed our **** system without making any changes to the duct work or the return vent that ****** claims I needed to have fixed in order for the unit his company installed to work correctly. Also, the outside condenser unit is an upflow unit, and the inside unit is a downflow unit. Therefore, we will always have some kind of airflow issues because High Efficiency HVAC installed equipment that was not compatible with each other. I have to contact the manufacturer of the equipment and report what they did to us, and hopefully they will not be a certified Rheem technician company by the time we are finished with all of this. As far as the cat/dog pee issue, that is mostly a lie. There is a cat with a litter box in the laundry room currently with the **** system, but according to the other **** company it was really not that bad, even if it was they would never turn away someone who paid them $5,000 for a new system 2 years ago. ****** just needed to make an excuse to not fix the **** system that they installed, because it would not make them more money than they have already scammed me out of. Additionally, he never mentioned any of this to me until after I waited 5 days for a response from him, wherein he told me he would not be fixing our system (that's it), and I reported him for his bad business practices on ********* Then all of a sudden my house is disgusting and he couldn't work there, he has not been in my house by the way. He sends out contractors to do his work, and he does not know the condition of my house, which is nowhere near what he claims. Also, we do not have fleas. We would know if we did, as I have dealt with them before, and my cats are treated monthly for fleas and ticks. These are made up excuses so his company does not have to honor their work. ****** is rude and unprofessional to customers he doesn't make money off of anymore. Isn't it convenient that my house was just fine when they came by 2 years ago and sold us on a $5,000 **** replacement, but now that it needs fixed my house "reeks of cat and dog pee". We don't even have a dog, and the same cat was in the same place with her litter box when they came by the first time. It's absolute nonsense. 




    Sincerely,

    Aahlyia *******

    Business Response

    Date: 07/09/2024

     

    What we said needs to be done to make the system work better is the return needs to be made bigger.  

    Homeowner stating that another company looked at her system and stated "the outdoor unit is an upflow unit, and the inside is a down flow unit" This absolutely makes no sense. If that was the case the unit would not work at all and wouldn't have worked for the last 2 years. 

    Regarding the smell I apologize for saying that. -- To replace your duct work we would have to give you an estimate to remove old duct work in attic and enlarge it for better air flow, we can give you an estimate to replace/enlarge if you would like us to. Again this is completely separate from the original $5,000 replacement cost.


    Customer Answer

    Date: 07/13/2024

    Complaint: 21937192

    I am rejecting this response because:

     

    Once again, the **** system is working fine now after another company came out and fixed the issues they caused, without any changes to the duct work being needed. It just needed to be fixed, and High Efficiency HVAC decided to spread misinformation about the situation, and gaslight us, instead of fixing what they installed. 

    At the very least, High Efficiency should cover the repairs from the other company, as they were a result of High Efficiency's incompetence to install a system properly. I am happy to provide any documentation and invoices related to this matter to come to a resolution on this case. If High Efficiency is unwilling to cooperate, I would like the complaint to be finalized and filed as a rejection and formal complaint on their company with the BBB.


    Sincerely,

    **********************

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